Virgin - Gatwick & Expedia - the refund saga (VA v E)

esellek

Life__Goes__On said:

At least Virgin's move to Heathrow made you find out about the  Westjet flight.

Yup, one bonus!  For now, it's a case of sitting on the fence and twiddling thumbs!  

esellek

Well, I got in touch with Westjet re the flights and they said to keep an eye on them (they gave me their booking code) as they said they are hoping to start flying internationally around 4 June.  So, keeping an eye on them, yesterday everything was there, going to and coming back.  Checked today and the outgoing flight has disappeared (on both the Virgin flight status and Westjet), but the return (July) flight is still there!  What fun!!!   

Edited to add: If the outward flight is cancelled (gone from the booking) does this mean that the whole booking is cancelled?

esellek

Well, Westjet have confirmed they have suspended international flights (until 4 July) and the flight is not going, let alone coming back.  I've been in touch with Expedia, despite letting them know that Virgin have cancelled the flights and they have come back with...

...Thank you for your patience. We have checked and would like to inform you that Virgin Atlantic is offering credit for upcoming travel plans options to retook free-of-charge, to change the destination or date of travel, or hold the ticket open until 31 May 2022. If you wish to cancel your reservation for the refund then it will be as per the airline fare rules which is non refundable. Thanks^AS., ...

I was explicit in letting them know that I am not cancelling my reservation, but it has been effectively cancelled by Virgin (and that their partner airline is not flying on the date I was leaving) and asked for them to facilitate the refund quoting the EC261 rule.

Fingers crossed this isn't going to be too painful!


Edited to add: I've taken screenshots of the correspondence between WJ/Expedia just in case I have to go through the credit card to get the refund.  Wondering if I should start the process for the S75 or hang on a bit as I am worried Expedia are going to be difficult (they may prove me wrong).

Life__Goes__On

Rather than a S75  Chargeback would be quicker for non supply.
Say you been in touch with the retailer and they are refusing to refund your money, you do not want a voucher and under English law you do not have to accept one. You have proof that the flight in cancelled so want your refund.

esellek

Thank you, great advice as always I'll get it underway. 

Life__Goes__On

esellek said:

Thank you, great advise as always I'll get it underway. 

To object to a Cashback the retailer  has to provide evidence to the bank.
Travel companies are being told you use "they have a voucher" as evidence they have refunded you.
Best to get in first and tell them a voucher is just a promise pay,  not  a refund.

esellek

Life__Goes__On said:

esellek said:

Thank you, great advise as always I'll get it underway. 

To object to a Cashback the retailer  has to provide evidence to the bank.
Travel companies are being told you use "they have a voucher" as evidence they have refunded you.
Best to get in first and tell them a voucher is just a promise pay,  not  a refund.

Well, the paperwork has been sent to the CC company for a chargeback, along with copies of the conversations I've had - Expedia telling me I need to contact Virgin and Virgin telling me I need to contact Expedia, along with other docs showing the flights are not available.   

I've not yet had a response to the email I sent to Virgin 'Refunds HQ' (Refunds.HQ@fly.virgin.com) on 7 May apart from their auto-response (but I know they are no doubt inundated right now).  I sent a copy of the line from that email to Expedia 'A full refund will be permitted if your flight has been cancelled and you are unable to postpone your travel'.  Not had a reply yet.

Life__Goes__On

Keep an eye on the transaction,  I never heard anything after I did a Chargeback,  but noticed that it was refunded back to my card with "Dispute Chargeback" under the original entry.

esellek

Update:
Emailed Virgin on 7 May, received a response today (22/5)...

Virgin Atlantic have a flexible rebooking policy in place allowing travel to be rebooked for travel before 31st May 2022, subject to availability and conditions of the policy which can be found on our website.
https://flywith.virginatlantic.com/gb/en/news/coronavirus/no-change-fees-policy.html
Should postponing your travel not be a viable option and you would like to proceed with a refund, Virgin Atlantic are permitting a full refund if your flight has been cancelled. Refunds for any destination/dates not currently affected will be processed as per ticket rules. Your travel agency will have been advised of Virgin Atlantics policy but they may have their own terms and conditions as per your purchase agreement with them.
The reason we would usually refer you back to your agency in this situation is because the contract you have entered into is between yourself and your travel agent. If we here at Virgin Atlantic initiate this refund, it is processed back to your travel agent. We do try to avoid starting this process on an agency bought ticket as we have found it causes severe delays and breaks in communication when the claim is not initiated by the agent themselves.
However in regards to what you have been advised below [Expedia, telling me to contact V], to ensure this is not delayed any further for you we will begin logging this refund request. Please note, any refund due is made back to your travel agent and as your contract is with them, they will need to be the ones to advise you of your terms and conditions and final refund amounts.

Do I let V know that I have instigated a chargeback or just let it flow!  Also, just highlighting that last sentence, I would expect that in this case refunds should be returned in full, if it was myself cancelling I would expect to pay any 'handling' fee.

Life__Goes__On

Did your payment transaction say Virgin  or Expedia?